New Delhi. A good news has come for crores of mobile and internet users across the country. Now it will not be possible for telecom companies to postpone or ignore customer complaints. The Telecom Regulatory Authority of India (TRAI) has issued the Telecom Consumer Grievances Redressal Regulations, 2026. Under the new rules, now customers will get customer care assistance 24 hours a day, seven days a week. Also, companies will not be able to keep their complaints pending for long. Companies will be able to use AI but will be required to hire employees to monitor AI bots etc.
With this new change, the accountability of telecom companies has been fixed directly up to their top management. If companies do not resolve customer complaints within the stipulated time or violate the standards, they will have to pay financial penalties. TRAI has increased the timing of complaint centers from 16 hours to 24 hours, seven days a week.
Employees will have to be kept with AI
Companies can use AI chatbots, automated systems and customer-centric technology tools to listen to customer complaints, but they will also have to hire employees to monitor all this. It will be necessary to ensure availability of human agents for at least 16 hours daily, so that customers do not get entangled in automation.
Complaint will be filed through mobile app
The rules have been made digital friendly to free the customers from long wait times at call centers and the hassle of emails. Now consumers will be able to lodge complaints, file appeals and send service requests directly from the official mobile app of their service provider. This facility will be an additional option in addition to the already running website, portal and call center.
These rules will also apply to all those Internet Service Providers (ISPs) who had more than 10,000 customers on the last day of the last financial year. The earlier applicable turnover rule of Rs 5 crore has been removed, so that more and more broadband users can come under its ambit.
Appeal in 15 days and final decision in 15 days
After redressal of the complaint, if the customer is not satisfied with the solution of the company, then he can appeal within 15 days. The Appellate Authority of the company will have to complete the investigation and give its final decision within 15 days of receiving the appeal. It has been made mandatory for the Appellate Authority to have regular officers with at least 5 years of experience in company management.
The report will reach directly to the CEO and board of the company
Now it will not be enough just to “close” the complaint, but it will also be necessary for the consumer to be satisfied. On disposal of the complaint or appeal, the company will have to conduct an online feedback survey on a scale of 5 points. In this, 5 would mean ‘completely satisfied’ and 1 would mean ‘completely dissatisfied’. Companies will have to publish this survey report on their website every quarter. The biggest change is that every quarter the complete report of complaints, appeals and feedback survey will have to be presented directly to the CEO or Board of Directors of the company.
Special helpline for disabled people
For the convenience of consumers with disabilities (PwDs), every service provider will have to start a special help desk or helpline in its complaint center, where trained staff and assistive technology will be present. Also, it will be mandatory to make the mobile apps and portals of the companies in accordance with the government accessibility standards issued for the disabled.
